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Learner Reviews & Feedback for Introduction to Technical Support by IBM

4.8

stars

1,155 ratings

About the Course

Technical Support professionals are in great demand! This is the first course in the IBM IT Support Professional Certificate program, designed to prepare you for a rewarding career in technical support. You will begin this self-paced course by learning what Informational Technology (IT) support is all about. You'll find out the roles and responsibilities of Technical Support professionals and become familiar with all the different career paths you can take in Technical Support. You will also hear from experts in the IT industry about getting started in the field and how you can pursue this career without prior experience or degrees. You'll also learn some basics about the technology that technical support professionals use. You will hear from industry insiders about how you can develop a customer support mindset and how to talk with customers and solve their problems. You will gain insights into performance evaluation, career paths, and the industry-recognized certifications that can propel your technical support career forward. You'll then gain a comprehensive understanding of support tools and support channels and how they streamline issue resolution. You will also learn about the importance of Service-Level Agreements (SLAs) and how they contribute to delivering exceptional support experiences. Next you will explore ticketing systems, a fundamental component of modern technical support. You'll learn about their features, benefits, and the lifecycle of a ticket or a support issue. Moreover, you'll immerse yourself in tech support methodologies, frameworks, and the art of effective documentation. The course wraps up with a project that provides you with the opportunity to use a ticketing system hands-on and simulate the work that IT Support Specialists and Helpdesk Technician’s perform....

Top reviews

Jul 10, 2023

I thoroughly enjoyed taking this course. I am glad there was a simulator included in this course to get a hands-on feel for a ticketing system used by many in the IT industry. Thank you!

May 8, 2023

Everything was easy to grasp and understand, and much of the stuff learned corresponded with the work I do currently, so it made my job so much easier to do.

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51 - 75 of 278 Reviews for Introduction to Technical Support

By Real N

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Aug 2, 2023

Excelente, una belleza.

Una buena introducción al mundo de la tecnología y del soporte técnico.

Gracias

By Josh N

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Feb 9, 2024

It's a very good introduction on what IT is and what you can expect in your average day on the job!

By ayeshka s

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Nov 3, 2022

This course is a nice straight forward introduction to IT. I thought it was a great place to start

By Daniel S M

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Sep 12, 2024

Muy buen curso para iniciar, y al final la práctica con un sistema de tickets estuvo muy buena.

By Angelica M

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Aug 21, 2025

It is a great beginner's course for someone who has never worked in a technical support role.

By Swervo s

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Feb 26, 2023

Coursed was very informative and helpful. I love being able to complete at my own pace

By Ongani M

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Mar 12, 2025

Very interactive and helpful, I highly recommend all future IT Support professionals

By MANI S A

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Oct 8, 2022

Great course and i learned more about support involved in IT. Thanks for caursera.

By R S (

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Jun 27, 2024

I believe that this course has brought me closer to achieving my primary goal.

By Dony L D

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Jun 26, 2023

it was so fun and informative, this course will be a great help in the future

By Mmaduabuchi O

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Apr 23, 2023

This is a very detailed and engaging course. Cheerful and retable insiders.

By Orji J U

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Jan 31, 2023

Very much outstanding and innovative lessons. looking forward to completion

By ranses s

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Aug 12, 2023

GREAT INFORMATION ON THE I.T. FIELD ,I LEARN SO MUCH HAPPY WITH THE COURSE

By Abinash S

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Jul 29, 2025

nice content for interview and learning new knownledge through coursera.

By Nathanial B

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Jun 27, 2023

this course was very helpful in getting to know more about I.T. support.

By olotu m

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Aug 7, 2024

very amazing course to learn. thanks to the instructors, i gained alot.

By Deepal H

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Mar 8, 2023

The excelent coures. I was studed many morthings. Thanks courser & IBM

By Ansari S Z

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Feb 15, 2023

It was fantastic and interesting. Instructors were very professional.

By Vivek P

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Jul 30, 2022

For Technical Support Engineer fellows, It is best material to learn.

By Olukolade O

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Sep 22, 2022

good customer support, Technical support role; and career path in IT

By Siddhant B U

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Jun 4, 2023

the course is nice, learn a lot information about technical support

By Atief J

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Oct 12, 2023

It was a very well constructed course and I learned a lot from it.

By Salomon S R

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Apr 12, 2023

Great course! It provides a wide vision of all tech support world.

By Alperen D

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Oct 11, 2024

Everything was perfect, I had a lot of fun solving the questions.